Articles for Erik J. Martin
CRM in Government: Vertical Markets Spotlight
A vastly different vertical still depends on data.
CRM in Nonprofits: Vertical Markets Spotlight
Charities need CRM to streamline operations and build trust.
How Reliable Is Your Contact Center's AI Guidance?
Determining whether companies can trust the next-best-step suggestions AI makes for agents.
Putting Your Business to the Text
Now's the time to integrate third-party messaging into your customer service channel mix.
Keys to Understanding the Metaverse—and How Your Business Can Benefit
The metaverse is already here, and it's important to ask the right questions before moving in
Is Your Company Ready for Shoppable TV?
Here's how to get in on one of the hottest marketing trends going.
A Road Map for Creating a Winning Mobile App
Why companies need a mobile app today and how to create one.
Engagement Hubs Put Customers at the Center
CEH technology emerges to connect multiple customer-facing systems.
Contact Center Infrastructure: It's Time to Assess Your Tools and Technology
Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.
To Boost Profits, Hire and Promote Female Sellers
Forrester finds that companies with female sales leaders are 50 percent more profitable